探討智慧醫療新創提供LINE聊天機器人服務之 關鍵因素：以某數位新創公司為例

Abstract

研究背景：健保施行後，醫療市場競爭程度持續加劇，若干年後醫療人力逐步退出第一線，醫療院所營運受到衝擊，民眾健康醫療照護服務亦受影響，為了協助提升醫療院所營運效率，以及增進醫病溝通與關係，許多醫療體系與數位新創公司致力於協助診所導入科技，並且積極推動醫療數位轉型。 研究目的：探討智慧醫療新創公司提供LINE聊天機器人服務的關鍵因素，並描繪新創公司在協助診所數位轉型發展過程中所遇到的機會與挑戰。 研究方法：本研究採用個案研究法，以新創公司可公開之營運資料，以及外部報章媒體報導等資料，佐以新創公司兩位共同創辦人之口述訪談補充，探討新創公司提供數位服務的過去、現況、未來。同時剖析新創公司服務診所時所遇到的機會與挑戰。 研究結果：基層診所行銷預算較少，新創公司透過軟體開發與數位服務能力，協助診所藉由聊天機器人，增進營運效率、促進順暢醫病溝通。開業醫過往對於數位工具較為陌生，因此也較無導入；近些年，開業醫的經營習慣、商業思維、對於數位工具的態度都有所改變，使得新創公司創業初期遇到業務難以推展的狀況，在近些年都有倒吃甘蔗的正向發展，同時也預計在2024年前往日本市場發展。 研究結論：數位新創公司發揮軟體技術能力，藉由如約診等行政工作流程數位化的服務，協助診所滿足患者需求；在事業拓展上，新創公司克服創業之初默默無聞及業務推展困難的挑戰，並在2024年有機會挑戰日本市場，幫助海外基層診所智慧化。

Background: The competition among medical services institutes aggravated after the national health insurance was implemented in 1995. The tense medical services environment made personnel leave and created a harsh operation situation for the medical services institute. The health rights of citizens were also affected accordingly. To improve the operation condition and boost the communication and relationship between medical services institutes and patients, many startups stepped into the business of helping hospitals and clinics digital transformation. Objective: To investigate the reasons for the Line chatbot business of a digital health startup and to describe the opportunities and challenges the startup faced when conducting digital transformation projects. Method: This study adopted the case study method. By accumulating open data of the startup, including media reports and social media contents, this study sorted the condition from the past history, present outcome and future plans of the company. In addition, this study analyzed the opportunities and related challenges. Results: With a limited budget, clinics had difficulties in marketing and operation. By allocating chatbots and digital services, startup assisted clinics in making operation efficient and communicating with patients smoothly. Clinics were unfamiliar with digital tools. Thus, the tech implementation was very few. In recent years, medical practitioners' operational ideas and business savvy have changed a lot. Under these medical industry circumstances, the enterprise development of startups grew better and better. In 2024, the startup will build its first foreign market, Japan. Conclusion：With its software engineering capability, the startup assisted clinics in patient-related services, such as administration, online registration and so forth. In 2024, the company conquered many obstacles and will broaden its business to Japan.